Livecareer-Resume
JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary

Personable and dedicated Customer Service Representative with extensive experience in Customer Service and Collections. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Skills
  • Residential customer service
  • Accounting
  • Customer service oriented
  • Stress tolerance
  • Persuasive ability
  • Good interpersonal and leadership skills
  • Organization and planning
  • Numeracy skills
  • Problem solving
  • Accuracy
  • Data entry and collation skills
  • Understanding of what makes effective customer service delivery
  • MS office, CRM Software - Siebel and SAP
  • Information Management
  • Communication skills
  • Handling customer complaints
  • Product and service familiarity
  • Educating customers
  • Customer complaint resolution
  • Familiar with locating individuals
  • Cash Flow and Financial Analysis
  • Investigation due diligence
  • Commercial Lending and Refinance
  • Customer research
  • Installment plan set up
  • Friendly voice
  • Payment acceptance
  • Credit and collections
  • Invoice processing
  • Account reconciliation
  • Collections and invoice processing
  • Accounts payable
  • Accounts receivable
  • Past due procedures
  • Monitoring processes
  • Knowledge of Sage
  • Billing understanding
  • Invoicing background
Experience
08/2020 to Current Collections Specialist Benefitmall Inc. | Denver, CO,
  • Negotiated rates with customers and entered payments into accounting system.
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Reviewed accounts to determine payment plan compliance.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Negotiated credit extensions to assist customers in paying overdue accounts.
  • Gave clients comprehensive packages containing all key information, including demand letter and loan authorization.
  • Located debtors by utilizing skip tracking and other strategies.
  • Located and monitored overdue accounts using billing system to begin collections process.
  • Marketed delinquent mortgage notes to investors, negotiating to achieve highest bids for notes and short sales.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Monitored status of legal invoices for litigation by foreclosure attorneys.
  • Prepared packages containing all pertinent documentation for collections accounts.
  • Recorded information about customers' financial status and collections status efforts.
  • Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
  • Maintained consistent high performance by establishing solid record of achieving or exceeding objectives through use of Sage and Mastermind.
  • Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Structured manageable repayment plans with delinquent borrowers of commercial, mixed use, multi-family and home equity loans.
  • Overcame objections by applying advanced training and persuasion techniques.
  • Identified impact of proposed solutions for delinquent clients, discussed options and determined candidates for foreclosure.
  • Marketed delinquent mortgage notes to potential investors and negotiated to receive highest bids.
  • Executed affidavits, modifications and forbearance agreements for official court proceedings.
  • Received payment and posted to appropriate customer accounts.
  • Completed skip traces on customers failing respond to collection efforts.
  • Mentored new members on scripts, strategies and company information to maximize performance.
  • Processed payments over phone and set up recurring drafts.
  • Conveyed current account information and obtained payments by using pre-scripted statements.
11/2016 to 08/2020 Customer Service Representative 3 Acco Brands | Saint Louis, MO,
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Documented conversations with customers to track requests, problems and solutions.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Reviewed account and service histories to identify trends and issues.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Educated customers on special pricing opportunities and company offerings.
  • Improved productivity by providing CSR performance feedback for corrective action.
  • Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges, and logging daily shipments.
  • De-escalate Calls
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Work escalation tickets in a timely manner
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Complied with company policies, objectives and communication goals.
  • Established and enforced clear goals to keep employees working collaboratively.
  • Established and maintained operating schedules to provide effective coverage for key areas and achieve objectives.
  • Resolved customer complaints and adjusted policies to meet changing needs.
  • Created training manual for all employees to use as reference guide.
  • Coached and mentored 12 staff members through constructive feedback to develop long-term career goals.
03/2013 to 11/2016 Customer Service Representative Cash Store | Grafton, WI,
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Assessed customer needs and upsold products and services to maximize product sales.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Set up and activated customer accounts.
  • Documented conversations with customers to track requests, problems and solutions.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Education and Training
Expected in 06/2012 High School Diploma | Evolution , Richardson, TX GPA:

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Resume Overview

School Attended

  • Evolution

Job Titles Held:

  • Collections Specialist
  • Customer Service Representative 3
  • Customer Service Representative

Degrees

  • High School Diploma

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